Complaints & Contact

1. How to raise a complaint

If you are dissatisfied with any aspect of our website, your E&C Intelligence subscription, or your dealings with any E&C group entity, we want to hear from you. Please contact us using the details below.

2. What to include

To help us investigate your complaint efficiently, please include:

• your full name and contact details;
• your subscription reference or transaction reference, if applicable;
• a clear description of your complaint, including relevant dates;
• copies of any relevant correspondence or documentation;
• what outcome you are seeking.

3. Our process

1. Acknowledgement. We will acknowledge receipt of your complaint promptly, generally within 5 business days.
2. Investigation. A member of our team will review your complaint, which may involve requesting further information from you or reviewing internal records.
3. Response. We aim to provide a substantive response within 20 business days of acknowledgement. Where a complaint is complex and requires more time, we will inform you of the expected timeframe.
4. Escalation. If you are not satisfied with our response, you may request escalation to senior management for further review.
5. External referral. Where applicable — for example, where your complaint relates to a regulated activity carried out by a licensed E&C group entity — you may have the right to refer your complaint to the relevant regulatory ombudsman or dispute resolution scheme. Details will be provided in our final response, where applicable.

4. General enquiries

For enquiries that are not complaints, please contact us at contact@eschercamondo.com, or refer to the office contact details on our Offices page.

5. Related information

See also our Terms of Use and Regulatory Disclosures.